Customer service monthly work summary

Customer service monthly work summary

Customer satisfaction is the most important criterion for measuring the quality of a company's service. After personal survey of customer satisfaction, it is found that customer satisfaction is a kind of psychological activity, which is the pleasure of the customer's needs after being satisfied. For the customer, he has spent a certain price and needs to achieve a certain purpose. If a large part of the products and services we provide to him are not his own, even if your price is lower than others, it may not improve him. Satisfaction. Therefore, customer satisfaction is a quantitative indicator of customer satisfaction. This indicator can directly understand the level of satisfaction of the company, product or service in the customer's mind.

The customer's return visit is also mainly a survey of customer satisfaction. At that time, in the course of the transaction, perhaps the customer did not think of the various situations, encountered in the process of use, or directly encountered when accepting the company's services, he can The company makes feedback, and our feedback on customers will also be researched and preserved, which will improve customer satisfaction, and the ultimate goal is to prepare for further sales and carefully plan. Customers returning to a company with brand recognition or recognition of its integrity will often be more reassured, willing to communicate and make some specific comments. The information provided by the customer is an important purpose of the company in conducting a return visit or satisfaction survey. If the company itself is not known too much, and the degree of planning a return visit is not enough, it is likely to affect the image of the company itself and the transaction again.

Zero complaints and no complaints are actually a vision of every enterprise. Really able to achieve such a business can be said no, because the psychology and behavior of consumers is difficult for the company to determine, the company can work hard to increase the quality of its services, so that only Improve customer satisfaction, but cannot determine customer satisfaction. Zero complaints No complaints are the goal pursued by the company. He requires the company to serve consumers completely and consumers are God. This sentence must be kept in mind.

In general, whether an enterprise can survive depends on how well the company's customers support the company. This support situation is directly affected by customer satisfaction, so we can plan through good service, quality products. Good customer return visits to increase customer satisfaction. And the company's goals can be directed to "zero complaints and no complaints."

Customer service staff 2008 work summary

In the past three months, I have taken the service of smile as my own duty, taking the customer satisfaction as my tenet, based on my duty, dedication and dedication, and doing a good job in customer service. I summarize my work for the whole year as follows:

First, study hard, keep up with the times

Theory is the forerunner of action. As a customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility, but also a realm. I insist on diligent study, strive to improve my business, strengthen my thinking ability, focus on using theory to connect with reality, and practice myself with practice. It has contributed its own meager strength to the success of the company's comprehensive informationization.

Second, based on their own duties, love and dedication

As a customer service staff, I always insist that it is not easy to do simple things. Seriously treat everything in the work. Whenever encountering complicated and trivial things, always do it actively and hard. When a colleague encounters difficulties and needs to change the class, he can give up the rest time without any complaints and resolutely obey the company's arrangement. Fully devoted to the work of the replacement class; whenever the company wants to carry out new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer the customer's inquiry and make it possible to make The company's new business is comprehensive and in-depth.

In the work, I strictly follow the "customer first, service first" work ideas, to the customer's advice, to make detailed answers; to solve the problems reflected by the customer, they can solve the problem positively and steadily, right Problems that cannot be solved by themselves, positively reflect to the higher level, strive to respond to customers as soon as possible; solve problems and solve problems with customers, do detailed registration, check every day, find problems in time, and effectively eliminate mistakes. occur.

The above is a summary of my work for the whole year, but I know that there are still some shortcomings. First, there is a lack of work experience, and there are loopholes in the actual work. Second, work innovation is not enough. Third, there is irritability in the work, and sometimes eager to achieve. In the next step, it should be overcome and improved.

Customer service monthly work summary

For a customer service representative, the feeling of doing customer service is like a person who has learned to eat pepper. The whole process feels the most word: spicy. If one day you are used to this taste, you will no longer be coughed by this taste or your nose will shed tears, which means you are already a very experienced old employee. I came from the front line staff, so I know this taste. As a squad leader, in the work of the squad leader for nearly two years, I have been constantly exploring, trying to find another kind of taste, which can dissolve and ablate the "spicy" taste generated by the user at the front desk. This is the operator's emotional management. . After all, most people need to manage, control and adjust their emotions.

Before each new employee goes online, I will tell them that a good customer service representative, only skilled business knowledge and superb service skills are not enough. Try to improve as a customer service representative based on the following two points. The professional psychological quality must learn to make the boring and monotonous work vivid, and learn to regard work as a kind of enjoyment. First of all, for the user to treat each other with sincerity, as a loved one or a friend, sincerely provide users with effective and effective consultation and help, this is one of the prerequisites for happy work. Then, when providing advice to users, listen carefully to the user's problem instead of paying attention to the user's attitude, so that they will remain calm, analyze and guide them carefully, extinguish the emotional anger of the user, and prevent the fire from burning due to service attitude. The oil caused a bigger complaint from the user.

In addition, in the usual traffic management, I have been looking for a balance between the two management modes of humanized management and institutionalized management. In order to prevent employees from being frustrated when they are punished for violating the rules and regulations, affecting service attitudes, a more effective way is to find employees to communicate before the punishment. The best way is to push others and feel that they are growing up in error. As long as a person is brave enough to face and bear the consequences of his own mistakes with a certain heart and mind, there is no way to go. As the saying goes: knowing the mistake can change, good and bad. Therefore, there is no need for long-term depression and escaping for the mistakes that I have made. It is the most rational choice to work in life, and it is also the best lubricant for dealing with employees. Only in this way will we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employee sentiment and maintain a good service attitude.

Of course, while constantly implementing our own experiences and ideas and achieving certain results, we are more like a screw in this important position, with the front desk, back office, team leader, quality inspection and department of this department. The managers cooperate effectively and communicate with other groups or departments in a more harmonious manner, and the traffic management work is carried out in an orderly manner. In the process of doing my best to do the best, the team's two-character will be particularly profound. I was touched by such a story:

At the time of the flood, the people gathered on the dyke stared at the fierce waves. Suddenly someone exclaimed; "Look, what is that?" A black spot like a human head drifted down the waves, and everyone was preparing to rescue when they were closer. "That is the ant ball." An old man said; "The ant is very spiritual. There is a year of water, I have seen an ant ball, as big as a basketball. When the flood arrives, the ants quickly embrace the group. With the waves drifting, some of the ants on the outer layer of the ant ball will be driven into the water by waves. But as long as the ant ball can land, or can encounter a large drift, the ants will be saved." For a long time, the ant ball was beached. The ant colony, like a warrior on the landing boat, opens layer by layer and rushes into the embankment in a row. A small group of ant balls left in the water on the shore. That is the heroic victim of the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still tightly held together. So calm, so tragic ------ So I started to work for it: a cohesive team should be able to quickly huddle together in a dangerous situation to produce amazing power and finally get out of danger." Ant Ball", in the mutual help and solidarity of all the employees in our call center, not afraid of the user's unreasonable entanglement, not to be surprised by the eccentricity of the complainant, hehe, a lot of harassing users and what to prevent!

Fortunately, our call center itself is a team full of passion and vitality, and everyone in it actively participates in the construction of this team in the dynamic support of “going against the water, not going back”. In cooperation with another squad leader, we have learned from each other's strengths and weaknesses, and added support from the department manager and a friendly smile. No matter what difficulties we encountered, we can unite and seek for it. The effective treatment method will overcome the difficulties and carry out the traffic management work day. As we all know, the business of public telephones has always been the focus of user disputes and complaints. The public and card users have the highest complaint rate in the call center every month for business reasons. A large part of the work of the squad leader is derived from this, so In dealing with such complaints, you are always on the ice, be cautious, lest you cause a leap-level complaint due to poor handling. Whenever encountering complaints that are difficult to decide or have a large impact, the help and guidance of the superiors are always indispensable. This has greatly reduced the pressure on the work of the squad leader. It is a kind of "the sky is falling down and everyone is squatting together". sense. There are several such complaints in memory, but all of them are shocked and risky, and eventually become the experience of forging our ability and continue to enrich our customer service career.

Recalling the work process since this time and the current state of the public speaking group, although there have been great changes under the joint efforts of all of us, there are still many shortcomings and shortcomings waiting for us to plan and change. First of all, there is still a big gap between the requirements of the provincial bureau in terms of service quality and service awareness. Regardless of success or failure, we will continue to explore and try, such as large-scale training on service awareness and emotional management to stimulate the front desk. Work enthusiasm. Or in order to improve the voice affinity, as a voice art training and in the advocacy and encouragement of the company's trade unions, the call to the full call center to participate in the poetry reading contest, etc., in the process of cultivating the voice charm, let the carrier of telephone communication more vivid, resulting in A group of better customer service representatives. Then, in the work discipline between the agents and the dynamics of the employees' thinking, the management will be further strengthened. Since the public speaking group is the group with the largest number of call centers, there is a long way to go for future work.

So no matter what kind of changes will happen in the future work, I dare not let out the slightest slack, and will do my part more seriously, try to overcome the weaknesses of personality and age, and push away obstacles and obstacles. Abandon the "small me" and go into battle. I believe that I will change regardless of how I grind the years, but the pursuit of perfection and never give up will never change.

My belief is to live to the old, learn to be old, to be confident in life, maybe, only with the attitude of learning to support myself, in order to make my old staff more energetic, more creative and more calm in the customer service industry. Let's go.

Customer service monthly work summary

Department internal management

1) There are 13 in-service staff, 1 department manager, 1 deputy manager, 8 customer assistants and 3 engineering assistants, including 1 community culture propagandist. They are mainly responsible for community cultural propaganda activities in the district. Due to lack of manpower, one of the property management personnel was hired to assist the work.

2) On the afternoon of the 14th of this month, the manager of Wang Yuxi organized all the customer assistants and engineering assistants to train the “Property Acceptance Inspection Method”. Through this training, we have a systematic understanding of the conditions and procedures required for the property inspection. The second training colleagues gave a high evaluation on the training. Through this training, we have a deeper understanding of the significance of the property inspection and inspection methods for the property company, and paved the way for a better preliminary inspection of the property takeover. .

Customer service

1) Our center staff maintains a good grooming instrument every day, and at the morning meeting every week, the duty manager of the week checks the grooming instrument of each customer assistant, and the customer assistant who has not met the specified requirements in the grooming instrument will give a warning. And punishment. At the same time, our staff always welcome each owner with a sincere smile and enthusiasm, carefully record every problem reflected by the owner, carefully follow up the problems reflected by the owner and reply in time, so that the owners can enjoy our high-quality property services, thus improving Owner satisfaction.

2) For the repaired units that have been repaired, arrange the customer service area to follow up the records, and reply to the owner's maintenance status and record the specific content, time, contact information, owner's name, etc. In order to better serve the owners.

3) On the 19th of this month, the manager will lead the team to the middle temple to participate in the first and second parts of the East China Regional Skills Competition. Although my real estate has achieved good results in this part of the competition, other players have also been found during the competition. The real estate is better than my real estate, it is worth learning and learning.

Community culture

1) On the 10th of this month, our center organized the activity of “Happy to make moon cakes and reunite through the Mid-Autumn Festival”. This event attracted more than 60 men, women and children to participate in the event, so that everyone can have a happy and memorable Mid-Autumn Festival. .

2) On the 23rd of this month, at 15:00, the organizers of the center organized the seventh owners' symposium. On the basis of the first six owners' symposiums, the service awareness, service quality and service efficiency of our staff have been greatly improved. Improve, solve a lot of difficulties and worries of the owners; in the owner's forum, the owners also affirmed the work of our company in this aspect, especially that the security work of our company is very prominent. At the same time, for the thorny issues raised by the owners at the symposium, the responsible persons of all departments have carefully listened to and made good records. After the symposium ended, the thorny issues raised by the employers were followed up and given. The owner replied.

Tricky problem summary

1. Supporting facilities

1) The Anqing Cable Digital TV Notice will be processed at the entrance of Yuqiao New Village on the 24th and 25th of this month. If it is not delivered in time, it can be re-submitted to the business hall of Anqing Cable TV Network Center. Our department has posted this notice in the Yuan District.

2) Now there are video intercom problems in Liangyuan District. At present, there are only 11 units and 2 units of power supply chassis in Shanshuiyun, and 10 units of Qintan Fengwu 10 units are placed on the top without reflection, 101 units, 1 unit, 102 units, 2 units. No room number can be stored, and the manufacturer has been contacted. Currently, it is under maintenance. Other units can be visually intercomed without any abnormality and in operation.

3) The current card machine cannot make a card and has been returned to the factory for repair.

2, other

1) Many existing owners have reported that there are insects on the main roads and gardens in the park, which seriously lead to the normal life of the owners. This issue has been communicated with relevant departments and is now being followed up.

2) Existing owners report that their gardens are significantly lower than the public lanes, resulting in serious water accumulation in the garden during rain and snow and hindering people from travelling. In response to this situation, our center staff has already contacted the work business contact list to the project department and is currently following up.

3) Qintan Fengwu 100 Building 1 Unit 201 owner smashed the main road light of the hotel. The owner has already paid for it, and the street lamp is temporarily missing materials to be repaired.

4) Qintan Fengwu 10 Building 2 Unit 406 tenants reflected that their tap water has an odor. The Ministry of Health has contacted the water company for the first time and asked it to test the water in the main pipeline of Qintan Fengwuyuan District and confirmed that there is no problem. Our company has also feedback this situation to the owner, but it has always insisted on the smell, and the self-provided materials and labor costs of 300 yuan required the Ministry to assist in the replacement of water pipes, is now in the process of processing.